Why Call Center Jobs Will Disappear

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At a call center in the Dominican Republic, Laura Morales is designing chatbots to respond to customer service requests. A former call center agent herself, Morales has benefited from her new job that is better paid and higher skilled than what she used to do. But will these chatbots end up replacing the livelihoods of millions of agents around the world? This is an episode of Next Jobs, a mini-documentary series hosted by Bloomberg Technology's Aki Ito.
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14 авг 2019

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Комментарии : 2,2 тыс.

@jamessoares129 4 года назад

As someone who worked in a call center environment for almost 10 years I’ll say bye Felicia! Customer entitlement is what’s gonna destroy America.

@AC-bg4cs 2 года назад

Dutch customers are nasty as well

@justincraig398 Год назад

Yes!!! I work in a call center too… customers are horrible.

@user-bx7ot8xd7e Год назад

Hello, I am from Morocco. How can I apply to work in a call center in America?

@user-bx7ot8xd7e Год назад

@@justincraig398 Hello, I am from Morocco. How can I apply to work in a call center in America?

@vallyrics2969 Год назад

America country? Or continente?

@pabloascencio7397 4 года назад

- Are you a chatbot? - Yes. - Let me speak to a real human please.

@toomuchtruth 4 года назад

chatbot: fuck off

@sonof9ja848 4 года назад

@@toomuchtruth hahahahaa

@creativitydisplay3059 4 года назад

Pablo Ascencio that would be me

@centreman3731 4 года назад

maybe i speak like this if i chat to chatbot in near future.

@isisg666 4 года назад

Lol before it was let me speak to a US representative now will be let me speak to a person. Patterns...

@Harry-qh5rt 4 года назад

she's a software admin and she's being interviewed like she invented it. what a waste of time.

@youry509 4 года назад

Harry dude shes bitchy like she didnt come from the bottom 😂🤣

@harvardvillegas4470 4 года назад

What she's doing can be replaced by automation as well, many jobs in admin are bring replaced by A.I.

@eprahs1 4 года назад

Calm down

@stuvwxyzabcdefghijkl 4 года назад

Agree with you. It is obvious that somebody with zero knowledge on technology made this video. Such a big waste of time showing interview with an admin. Tomorrow Bloomberg will organise another interview with another data entry operator about the use of Artificial intelligence and Augmented reality.

@williamwilson6499 4 года назад

You incels are so triggered.

@Stelly2015 4 года назад

When she proudly said “zero guilt” and sipped her rum, I lost total respect. She thinks she’s invincible because she’s “part of it” but there is someone higher up than her who also will have “zero guilt” and eventually get rid her too.

@josephukpong2287 4 года назад

Well said. She is selfish , arrogant and myopic. She will be humbled when the tide hits her as well

@Lucas-dw4ws 4 года назад

I noticed she had a nervous leg bounce right after her sip o rum. Her mother even was concerned about it.

@pawala7 4 года назад

Makes sense though. This is like the transition from paper and calculator accounting to MS Excel. Can't really blame someone for using the tools on offer. These days almost anyone can download and set up open source chatbots, it's not some dark magic.

@amac2791 4 года назад

Estela Salcedo so true! I thought the same thing!🙌🏽

@raresmircea 4 года назад

Poor souls always feel the need to play rich and the easiest way is to "put up an act" or "show things that allegedly prove it"

@nivpcl7416 4 года назад

what if the caller asks for a supervisor... will their be a chatbot boss?

@jessiemarmolejos 4 года назад

A chatboss to be specific.

@GoodVibes9. 4 года назад

Jessica Hicking lol ... we here in Indian call centre just transfer the call to some other agent and he says im supervisor 😂

@scottyhaines4226 4 года назад

@@GoodVibes9. that's cause all you guys think you're a supervisor

@markuchiha7737 4 года назад

@@jessiemarmolejos don't assume

@GoodVibes9. 4 года назад

Scotty Haines no our supervisor is too busy with his supervisor’s work

@john0233 4 года назад

I am a call center agent for 5 years now, and I firmly believe that this will not satisfy customers/clients. Bots may be used for just inquiries, and its more frustrating for them if they don't get the answer they need. Automation/Bot agent is a NO for me.

@pppaaattt4671 4 года назад

Ive been a call age nt over 14 years. Agree

@ebs7411 4 года назад

Bots are slow and steady learners and it's hard to see now, but at one point they will surpass human performance, and continue to improve beyond human capabilities.

@ericab4498 4 года назад

that's why they need to be coded well enough that you are sure you did work with a person or they are not worth implementing

@TruthFLA 4 года назад

You are dumb. No on likes IVRs either when they first started niw you can't call any company not hear one.v

@Mic_Glow 4 года назад

With developments in speech recognition and AI over 80% of customer queries can be automated, what's left are customers with complicated problems (where the standard flowchart/ script won't help) and Idiots (someone who can't login onto Netflix and calls Netgear because "internet is down" and Microsoft already turned them down so they yell).

@iamkingsolomon 2 года назад

I currently work as a travel agent, call center rep. Never knew it was a call center job. I advise everyone to RUN from all call center jobs. I'll be glad when the customers have to work with the bots over the phone or chat because of the phone humans cannot control themselves and have total disregard for others who they called for assistance. I had international clients and the American clients were ALWAYS the most brutal, just rude and entitled.

@MT1075 Год назад

Yes, they are the worst

@gbat2479 4 года назад

Unless she learns how to code herself, she will be obsolete soon.

@ericab4498 4 года назад

shhhhh she thinks she's far too brilliant

@universeofopulence 4 года назад

...A.I...can code too..

@justshady 4 года назад

Nah, coding is actually low end. Vision can’t be replaced. Look at Steve Jobs

@jon-unicorn-doxxer 4 года назад

@@justshady but vision only works on very few people tho

@Eugenepanels 4 года назад

Thats the whole Point of ai i thought was that they wud code for us? Tf am i wrong then

@marvinnavia9592 4 года назад

Customer: "I wanted to talk to a supervisor". Chatbot: "Are you a super customer?"

@MixedFitBeauty 4 года назад

😂

@K_Love36 4 года назад

😂😂🖒

@rena3660 4 года назад

😆

@tagaisla3865 4 года назад

😂😂

@jater10 4 года назад

Did you mean you want to make a purchase?

@steveb.bautistajr.2971 4 года назад

AI can't handle human's stupidity. EQ is still needed.

@rykitea777 4 года назад

Precisely ahahahaha lol

@justinmahatoo 4 года назад

Because people like me type "0101011001" to these live bots....

@landz2228 4 года назад

What's the meaning of the E??

@kristinekg 4 года назад

@@landz2228 emotional qoutient

@ebencipe 4 года назад

Steve Bautista But it can spare employees on being demoralize by abusive clients

@alejandrote7059 4 года назад

ZERO GUILT? she is just a puppet and I seen many with that arrogant attitude get fired from operations manager and have to go to another call center and start from the bottom

@accuratealloys 4 года назад

Alejandro Te if not her then there are thousands right behind her that want her job. What about the guy that invented CDs? He put all of those people at the cassette tape factories out of jobs. Where are your tears for them?

@phasinator2918 4 года назад

When it comes to customer service, nothing beats human interaction.

@jaydegarcia 4 года назад

One of the most disrespected positions in the work field.

@meetstepsisalcoholicdouche6167 4 года назад

Yeah it is. That’s a stressful job

@Dhunt17 4 года назад

@ben yosep lmfao flewed out on a dime nigga

@ajitpawar3440 4 года назад

If that bot doesn't have any ML or AI powered "learning" aspect to it, then it is definitely NOT the future of call centers. I am shocked that Bloomberg thinks this form of manually designed interactions & scripted responses is the future. This has been around forever.

@EngineerFormidable 4 года назад

absolutely, this is not even close to what we today in machine translation. A reinforcement learning chatbot or even a VQA chatbot will easy outperform these so called scripted bots

@tahseenrahman2922 4 года назад

I think what they are doing is creating stories for a bot that is similar to the rasa library and it's working. And rasa maybe powering in the backend these stories they are creating.

@PrashanthKrishnamurthy 4 года назад

I think they are referring to bot training, which exists everywhere. I guess they got terminologies and depth wrong - super dumbed down.

@nadeemshaikh7863 4 года назад

I think the future will be powered by something like Google Duplex, which Google is already offering called 'Google Cloud Contact Center AI' and also probably Dialogflow.

@eduardoargueta5074 4 года назад

Its called machine learning. Already exist.

@kassandrab665 4 года назад

I hated working at a call center. I wanted to help the customer and they just wanted me to up-sell even at the cost of losing the customer. Also got some terrifying calls. I quit after 3 weeks of training because it was so awful.

@vikinginspace4881 Год назад

You never even started lol

@metatechnocrat 4 года назад

You're going to put a lot of people out of work. Laura: "Zero guilt." (smiles) Yeah she's a low level sociopath.

@mercb.8637 4 года назад

She is doing what she needs to to survive. If she would have said she cared about those black ppl losing their jobs even a little bit, she would be fired and replaced by someone willing to betray their own people for 8 bucks an hr.

@Jojohumf 4 года назад

metatechnocrat seller he co workings futures for a messily $8 an hour

@ericab4498 4 года назад

well, malignant narcissist or low level sociopath is a baseline in DR...

@Sponsorship4u2 4 года назад

@Kashif Agreed

@luvburden5743 4 года назад

@@mercb.8637 She could have said "i dont know".. Thats the perfect answer for your words to not get twisted.

@Jennyoy 4 года назад

Personally, I don't like chat box. Most of the time it doesn't help because it can only answer simple and general inquiries. I like to talk to a real person instead.

@nofx714 4 года назад

Facts.these chatboxes don’t help with complicated questions. They only do so much

@rickphil2909 4 года назад

most of the time they are automated responses. it feels like you are talking to a robot, not a human

@chanelvenus 4 года назад

Same

@geekedmaxx 4 года назад

Everytime I call customer service I already try my hardest to skip the automated system and go Straight to customer service representatives , companies always trying to robot every job is so annoying smh

@geekedmaxx 4 года назад

@@Kurushimi1729 they'll never be capable , your always need a human being for any job for the customer service aspect ,even other jobs that are being roboted like drivers and cashier's self checkout

@JLBREMER 4 года назад

I’ve worked at a Call Center for the past 7 years. I can honestly say it’s been the worst job I’ve ever had. They don’t care about you and the customers curse you out and scream at you all day. Basically when you get off even though you’ve been sitting for 8 hours you feel defeated. I hope they do away with them because it’s not healthy for any human being to put up with the 💩. If they stick around prisoners need to do the work so that next time someone talks 💩to a rep that prisoner could pay them a visit after they get out and make them re think how they treat people. Cheers to AI for saving lives from the hell that is the Call Center.

@PamPatipula 2 года назад

Amen sister amen

@Rubester-cl6op 2 года назад

I care about the customers as do lots of us but it gets so stressful! And certainly not healthy. Days of are practically gold and the 2 one gets a week are far from enough!

@JoSeeFuss 2 года назад

It's really disgusting what many people do and say to people legitimately working in a call center, designed to help and assist. I do not do any interactions with bots. I will not do any business with voice or chat bots, if a company cannot employ a human - THEY DO NOT DESERVE MY BUSINESS...

@cosmicdot. Год назад

@@JoSeeFuss no one cares

@nosightgaming722 Год назад

Honestly, I love my job at the call center. Can people be dicks? Absolutely but I have a unique ability to ignore all of that persons negative energy. It helps that there is fantastic management and great coworkers.

@sondrajean955 4 года назад

Does this young woman realize that HER future is on the line, too?!

@shana100mckday 4 года назад

@Riki Rikin kanayin racist much

@mercb.8637 4 года назад

@Riki Rikin kanayin She would NEVER identify herself as black. You know nothing. lol

@atlien1988 4 года назад

@Riki Rikin kanayin she's not black idiot.

@Jojohumf 4 года назад

She doesn’t realise the management are tricking her, making her feel special like she’s one of the higher ups, not realising they’re going to fire her as soon as the technology is perfected

@dragoslavdelavega558 4 года назад

@@mercb.8637 Correct.. She is not black.. Calling her black is an insult.. She is native latina or Indian looking latina.. I from Brazil, and many non-white Brazilian will be pissed if u call as '"Black"

@Ratri99 4 года назад

She's training her replacement She's the first one to lose her job

@herogebrial 4 года назад

She has no idea

@AnthonyBrusca 4 года назад

@@Jojohumf Because overseas programmers are much, MUCH cheaper.

@accuratealloys 4 года назад

With a name like yours I think that you’re probably working at a call center.

@Ratri99 4 года назад

@@accuratealloys with a name like yours I feel like you are the same dumb lady

@hydrobuu 4 года назад

@@Ratri99 i think she will be the last one since she is developer.

@maximilliansbabo2099 4 года назад

There was essentially no story here....

@Thenevisian 4 года назад

Does the Laura know she's training her replacement? The bot

@user-md6jf4pu7f 4 года назад

If she does not train it, she will be fired (automatically)

@Jim_Beam_Coffee_Beam 4 года назад

She will be fired soon and replace by her own creation. that is how stupid she is, okay zero guilt huh. Prepare yourself bitch.

@markroselinda9503 4 года назад

Michael Henville Hello

@eusebiusbob3249 4 года назад

No she's not she's taking away the jobs of the team she runs she's like the main programmer we always need the admin so her job is fine for now

@thestreamoflife1124 4 года назад

Hahahaha true

@JJJ_JJ1 4 года назад

She’s getting paid 8 bucks an hour to make jobs with even lower wages obsolete 🤨😒💀

@samthepoet107 4 года назад

@Shane Victor former baseball player got shot in a live sports bar in front of many witnesses. Lately American tourists have been found dead after drinking alcohol there? Not sure if there's a correlation!

@isaaczaiek487 4 года назад

@@samthepoet107 Those news about the american tourists are fake, bro. The FBI finally released the results of the toxicology tests. The tourists indeed died of natural causes, the FBI concluded.

@AnnaVelvet 4 года назад

Ikr??? I was thinking rhe same thing.

@Marizz9 4 года назад

@@samthepoet107 stop spreading lies bout that country

@huntermatt6625 4 года назад

i worked for comcast as a rep. i was also 8 hr in Puerto Rico

@frugalhappy9572 4 года назад

call centers one of the worst jobs you can have! avoid at all means

@bravoprojectrunwayfans 4 года назад

That's why i love hanging up on people:)

@ericab4498 4 года назад

yeah not exactly a job most people would miss

@keronfarrier2198 4 года назад

I cleared 10k in a mnth working in a call center so its not that bad 😆 sheesh

@frugalhappy9572 4 года назад

@@keronfarrier2198 direct marketing is the worst thing ever invented

@kendralloyd2204 4 года назад

People HATE....and I mean H A T E speaking to automated systems. So your prediction is pretty ridiculous

@jater10 4 года назад

Bots for customers are not a new thing as its being played out in the MSM. For basic questions a simple FAQ page could work, but at the end of the day who wants to speak to a machine as a customer?

@gostavoadolfos2023 4 года назад

In banks they are working hard to solve this issue with almost human audio conversations using AI.

@SacklunchShacks 4 года назад

@Kendra Lloyd, that's exactly what the Pony Express Riders said about "e-mail".......the idea was "pretty ridiculous"....lol

@MasterPainRelief 4 года назад

What we're currently observing with AI is only that few seconds in the sky.

@MasterPainRelief 4 года назад

Once AI meets the same rate of innovation as airplanes people won't know the difference between people and machines.

@markbrown5117 4 года назад

These people work very hard.... very long hours and they can be fired at the drop of a hat. Very sad.

@khalidalali186 4 года назад

Eventually they will disappear too.

@geekedmaxx 4 года назад

@@khalidalali186 Amazon does computer hr I was actually fired by a computer robot lol wtf I know it's so dumb when I tried to appeal it Amazon automatically said I was wrong according to there robot system

@snc99 4 года назад

It’s frustrating that this is true. I work in a call center and I know the value my roles plays in the company as a whole so it’s sad that we’re the least paid and least valued in the company

@stylinstu 4 года назад

Their are companies specialize in HR services whose clients are companies that have contracted out their HR needs.

@ericab4498 4 года назад

@@snc99 perhaps housekeeping has some feedback on that...

@ahamjax 4 года назад

Chatbot: "Hi" Me: "REPRESENTATIVE!!!!"

@LGnLA 4 года назад

💯💯💯💯

@jadecalacat7932 4 года назад

Exactly

@bdubz_det 4 года назад

Lol me every time

@nahomi5203 3 года назад

Automated phone systems with prompts: REPRESENTATIVE.

@ThatsJustEric 3 года назад

😄😄 same

@cristinamora1778 4 года назад

No more emotions/empathy, JUST BUSINESS & MONEY!

@crclayton 4 года назад

I'm afraid that Laura's work has almost nothing to do with the future of chatbots. This is very base level technology...

@reverentlygrim2666 4 года назад

Yeah this Laura thinks she is an AI engineer,Coder,Programmer or something!

@enriquecruz3855 4 года назад

Charles Clayton even if she doesn’t physically code, she still overviews analytics and how often the application is being used. She also applies other responses for the bots to use.... idk if we were watching the same video, but sounds like it has everything to do with the future of chatbots

@enriquecruz3855 4 года назад

john smith All good points, but either way Bloomberg chose the DR over the other nations, why idk, but obviously there has to be some kind of difference.

@dumdumbrown4225 4 года назад

R RQ …wow - you didn’t even realise that you slipped into a basement 50 feet below John Smith’s septic tank with that comment, did you 😄 go get your welfare check and head to your $10 an hour cash-in-hand job ya moron

@memerimjob4954 4 года назад

@R RQ why must you be so cruel to the indian people, they do not deserve your malice

@TheThunderSound 4 года назад

If Cardi B went the I.T. route

@owijefro3ihop 4 года назад

OMG! WHAHAHAHHAHAHAHAHAHAHAHA WTF AHHAHAHAHAH

@craig3567 4 года назад

"A bot never gets sick, or PREGNANT" / "These are human situations..." (Yikes! How cold hearted.. At 5:30 in the video.)

@VarunSharma-ry1ix 4 года назад

She is an overrated chick thinking herself donald trump

@masterpieces2218 4 года назад

Godddamn u ruined my feel for her. 😭

@jazzmina506 4 года назад

certainly ! she apparently does not have any empathy towards anybody... a selfish BITCH ! Hahaha

@ok6446 4 года назад

It's true tho. Ya'll might get upset all u want but it's a fact. Same thing happened with horse drawn carriages, people got upset with car invention at first coz they think they'll lose jobs. Ya'll not upset now

@jazzmina506 4 года назад

@@ok6446 youre correct ..however this" bot " thing has been there already even before helping us with our self help options powered by AI :) Every customers need someone to talk to you :) like a REAL HUMAN BEING .. hence these things will never replace us the way we take care of our customers :) they are invented to help us with our jobs but not to get our jobs hehe

@neutralfield7172 4 года назад

This would've been Cardi B if she graduated from college

@emmanuel1163 4 года назад

And more attractive for it

@iAmKishaP 4 года назад

Stfu

@ericab4498 4 года назад

I feel like you're being unfair... to Cardi B

@beamersbeamer6514 4 года назад

Neutral Field Cardi B making much more money

@Sponsorship4u2 4 года назад

*Hilarious*

@bunnyking8096 4 года назад

so guess who has no friends at work

@MrSoldier13 4 года назад

who needs friends im making 8 dollars a hour bitches =)

@JessAyu 4 года назад

Manuel Castro the heck 😂 it wasnt about that 😂😂

@thehoneydeev 4 года назад

She’s not going to work to get friends though 🤣

@bunnyking8096 4 года назад

@@thehoneydeev well she's not getting money either $8/hr lmaooo

@muhammadshahzeb8279 4 года назад

🤣😂

@mariog3070 4 года назад

Ive worked in the call center industry long enough to tell that a customer will never be satisfied without having to rise their voice at someone! Let go of all workedup frustration!

@RosenIvanovPetkov 4 года назад

The irony, she is training her own replacement and that makes her feel arrogant and unsympathetic toward her coworkers. The better she does her job the sooner she won't be needed anymore. It never ceases to amaze me how insensitive and calculating people get when they have some power over others.

@shinobusensui9395 Год назад

😂

@matheresadass4161 4 года назад

Id like to see Laura's face when her job is outsourced to Spanish-speaking Filipinos who also speaks American English with a neutral accent.

@clarence5255 2 года назад

Filipinos learned English at an early age. Some nationalities only learn English when they landed job in customer service.

@PiroKUSS Год назад

Not a lot of Filipinos speak Spanish, as far as I know. They speak English and Tagalog.

@jaridejesus4863 4 года назад

the interviewer doesn't seem to like laura lol and laura working in customer service, without any care for her coworkers? wow

@amarchhetri946 4 года назад

Does she even know customer service???

@rosebatista8193 4 года назад

Yeah I saw that. Did you see the comment about "Robots don't get pregnant"?

@VarunSharma-ry1ix 4 года назад

True..

@mercb.8637 4 года назад

The interviewer lives a life of privilege and has been immensely rewarded for little effort. She is no better. She just dont know it.

@KittySnicker 4 года назад

I don’t like Laura either!

@michellehutson6434 4 года назад

She's going to be surprised when she realizes she outsourced herself to.😉💤🤔💯

@borismarkov1141 4 года назад

michelle hutson outsourced to where? You know anywhere else that people speak English and $8 an hour is a great salary?

@michellehutson6434 4 года назад

@@borismarkov1141 She is going to be replacing herself with AI to. Because eventually it's going to be self learning and doing her job. Ohhh... I speak English and work at a call center making 22 dollars a hour and qualify for a 785.00 a month bonus with 8 weeks paid time off every year. So yeah I do.😉

@borismarkov1141 4 года назад

michelle hutson self learning that can replace human intellect is at least a couple hundreds of years away. It’s like worrying about overpopulation on Mars. We’re not even close to the first step. You make almost 3 times more than her, so if anything you should be worried about being outsourced. Regardless you’ll find a better job, because the labor market is super tight. It’ll be tough during retraining but after you’ll be better of.

@isisg666 4 года назад

Ok this is how I see it... humans are mortal. We are flesh beings that need oxygen. We need to become immortal and become machines in order to survive 🤣 ok no that’s light years away I am just a crazy human passing by. Go ahead carry on.

@michaelbishop3439 4 года назад

@@isisg666 ohhh no you're not crazy at all you're actually right on the money on what you've just said.

@chrisbrown1189 4 года назад

Bots will never take the place of a human. People still want to talk to people.

@williamchapman316 4 года назад

No they don't the average 20 yr old is to dam dumb to deal with they cant even identity basic colors on a cigarette pk ask for gold and the dam retards bring you red then green everything but gold there stupid period

@gostavoadolfos2023 4 года назад

Forget about this call center. American banks are making a way more advanced AI technology to answer phones. And it is almost indistinguishable and estimated to eliminate 30% ok the banks employees.

@williamchapman316 4 года назад

@@gostavoadolfos2023 thats why there setting up voice recognition i just wasn't going to try to explain all that best advice research who the tech companies are and trade them $$$$$

@glow1815 4 месяца назад

💯 % true

@A.R.B.5079 Год назад

Human nature will always require to have someone to shout at when things are not right. I'm a customer service agent and when customers get tired of saying to me all sort of insults, for things that are not even my fault, they ask to speak to someone else, so they can be sure they are at least hurting someone when their ítems are not delivered on time. It is sad but it is true. I just hope one day I can find a better job😔

@Steven-yx1ic Год назад

i feel your pain, the only reason i am still doing it is because i am doing it from home, but it still sucks

@A.R.B.5079 Год назад

@@Steven-yx1ic 🥺😓

@Vinzent_ 4 года назад

There should be less call center agents, those people get super depressed from their jobs

@nahomi5203 3 года назад

Can confirm.

@rapoztm5414 Год назад

@@nahomi5203 But we need those jobs in order to survive. Because I'm countries like mine there are not many job opportunities.

@JLBREMER Год назад

Yes and turn into alcoholics. I’ve seen it all at mine. It will make you go insane.

@miyu-miyu9771 4 года назад

I'm currently working as contact centre rep I can definitely assure that callers would prefer to talk to real human agents than bots especially in cases that require empathy. Bots cannot do that.

@derickshalo384 4 года назад

Third world mindset.....their problem is not my problem. When they came for the janitor, they did not take me, I was not a janitor. When they came for the call center representatives, they did not take me, I was not a call center representative. When they came for me, they took me, I was the only one left.

@martin66536 4 года назад

Derick Shalo you are so right. I was thinking about the same thing. She has a very selfish mindset.

@JN-iu5lx 3 года назад

True she is.so.ambitious

@doingtime20 3 года назад

As a developer from Mexico City I don't feel much respect for her, she walks around the call center like she owns it. As already pointed out in other comments she is just the software admin, she didn't invent or develop the chatbot itself, she is just adjusting it according to the software developers specifications. A little humility goes a long way, specially when she says she doesn't give a d0amn about other people's jobs. Listen automation is happening whether we like it or not, but that doesn't mean we must ditch our empathy for others, it's just not related.

@unknownuser6809 4 года назад

Managers never feel guilt. To them ethics and empathy don’t mix with business

@creativeidea7448 4 года назад

Unknown User that is because the company like that aay

@GreenAppelPie 4 года назад

Chatbox bots are useless, they painfully slow and/or irrelevant. Maybe one day, but not yet.

@jmc5910 4 года назад

she has 0 guilt because she made it up the ladder and shes saying what she think the company wants. she looks really bad sipping a drink with no compassion

@ericab4498 4 года назад

up that single rung of the ladder to call center software admin

@lornemelnyk 4 года назад

This lady is way too full of herself. Bots can’t replace human interaction. It’s been tried before. She’s just too young for the wisdom of experience

@delvinc822 4 года назад

What if you never knew what you're talking to is a bot? Think of that hypothetical scenario.

@ned272 4 года назад

Delvin Cruze lmao you’ll know

@jermuk153 4 года назад

Cardi B making a difference 😤

@user-umcub 4 года назад

Hahaha

@louisfvc1224 4 года назад

I thought exactly the same

@bladimirrojas2712 4 года назад

You've made my day..🤣🤣

@realog7452 4 года назад

She must stay rappin than wrecking bpo Industry.

@chome4 4 года назад

Training 'ho-bots'!

@HackingDutchman 4 года назад

I've never had a satisfying answer from a chatbot. The ones I encountered only copy pasted info from the FAQ section.

@gicareyes2633 4 года назад

Exactly! Robots don’t have answers to all our questions.

@borismarkov1141 4 года назад

Chances are the question you had was in FAQ. Do you expect this thing to tell you the meaning of life?

@nobody_AskedMe 4 года назад

I didn't like Laura's attitude, may she be replaced by a bot

@81coollambo 4 года назад

Victor Rivera It’s the typical latina shitty attitude. Nothing new.

@jjco665 3 года назад

@@81coollambo correction, us citizen-wannabe latina shitty attitude, because that attitude is characteristic of latinas in the USA or countries whose culture has been influenced greatly by the USA. Because here in Mexico, she’d be finding a way to get her homegirls promoted to overrun that shitty call center

@stallio5612 3 года назад

Pump n dump pump n dump

@Faithistheanswer 3 года назад

@@stallio5612 ignorant.

@nma14 2 года назад

Well here I am 2 years after this video hired as a chat agent and let me tell you something; customers hate the bots. They always want to talk to a person they even ask me if I'm a person. AI is not that smart.

@skyscraper5287 4 года назад

That's why the #1 skill we must master is being adaptable.

@MPSPodcast 4 года назад

"Sick or pregnant" damn bro the future is scary

@PHlophe 4 года назад

carlito, we'll find alternative. phonen operators feared landlines in my Abuelita's days.

@DennisG95 4 года назад

But bot gets spoilt, power outage or experience bug🤣🤣🤣🤣

@ericab4498 4 года назад

@@DennisG95 it's not like the humans can use the scripts provided to field calls during a power outtage either, but most bldgs of this class have generator backup in DR anyway

@Jeana4life 4 года назад

I almost fell off my couch when they said she earned $8 an hour and that she was making less than that as a call center agent.

@PiroKUSS Год назад

That's considered a great salary in DR. America isn't the global standard for wages, you know?

@hector_qa7322 4 года назад

The question is : Can you feel proud of building something that would lay off hundreds of agents?

@thegreatonetheone8226 4 года назад

@Rafid-ez8jm 2 года назад

Yes. That thing would still make life more convenient for the rest of the world. When wireless communications were invented horse back riders were no longer needed to carry out messages.

@MM-uz5nv 4 года назад

Nice politically correct piece. A latino woman Chatbot Designer sounds like she's writing code/designing software but she's glorified data $7/hour response inputer. Then she talks about it like she's some kind of automation guru. Can we replace journalists who put this type of crap together with robots please.

@gumersindok 4 года назад

lmao 😂😂😂 !!! the best part is when she says: zero guilt!!😂😂

@ea2238 4 года назад

I wish I could put all these comments on the tv at work for her to read on monday 😂😂😂😂😂

@rainy1sun 4 года назад

You know nothing jon snow .

@Ompadidthabeat 4 года назад

Shes making $8 hr and b4 that she was making 4times less than that like wth

@Tiffaserene 4 года назад

hahaha..yeah ryt..LOL

@ayandanoxolo 4 года назад

it's all fun and games until a robot replaces Laura 🤦🏾‍♀️🤦🏾‍♀️😭

@herogebrial 4 года назад

She has no idea

@tankgunna5992 4 года назад

Laura's gonna b out of job when 5G quantum A.I. computing starts.

@michaelbishop3439 4 года назад

PRECISELY!

@titolour 4 года назад

Nope.. majority of customers calling would still prefer to talk to a human and not a machine.

@chrisbaker2669 4 года назад

At&t and other dumb businesses dont care.

@MrSmithie25 4 года назад

but maybe humans don't want to talk with retarded costumers ...

@WidgetWagyu47292 4 года назад

MotoNinja MotoVlog doesn’t matter when it’s shoved down your throat that you have to talk to a bot in 5 years when you ask to speak to a human and they say that option isn’t available what are you going to do? Nothing change will be forced

@KittySnicker 4 года назад

MrSmithie25 Funny you say that. I figured out the solution to my own problem while on the phone with a Microsoft rep.

@nopedefinitelynotnahthatsnotme 4 года назад

Some companies will be able to strongly brand themselves as "talk to a human not a robot" and customers who see that will have incentive to switch

@taahdaah3813 4 года назад

As someone who works in the industry Americans would be shocked by how much of their credit card information is seen by Indian call center workers.

@CarlaJenkinsTV 4 года назад

7:30 They'll get rid of Laura Morales too. There are already smart data centers and call centers that are virtual machines.

@hawkins9326 4 года назад

Yep, 100%. She's not even coding or programming, she's just designing using basic tools the software has

@ropro9817 4 года назад

Lol, I love how smug she is about doing what she's doing. She WILL be replaced.

@celtongerilla6595 4 года назад

Ro pro hahahahahahaha

@MafiosoDon21 4 года назад

@@ropro9817 ikr, her ego is so high

@juliusrizobonilla5403 4 года назад

when I heard your opinion , of course I agreed with you, I'm electronic engineer a real competitve designer but also feel curiosity: She do not think that she'll be fired to short term. I've concious that many conventional jobs are really dissapearing rigt now, I'm a witness of it but first of all we've to creative and innovative , in my case cibersecurity and design of software for VR.

@liveent7893 2 года назад

As a call center employee, I would like to see bots take over. I mean really getting sick, pregnant, or just needing a break shouldn’t be a problem. These companies over work their employees like they are robots and violate their rights. They don’t deserve real employees…… maintaining bots is going to cost them much more than they have ever spent on payroll employees. Machines break, get hacked, need updates, etc. and the payroll for the humans who will work on the bots is going to be much higher than average call center pay. This is going to be a win for the call center employees in a tech position. There will always be a need for humans to program/ maintain the bots.

@juuzou861 4 года назад

i mean, she’s gonna end up losing her job too...

@bmtziii640 4 года назад

@5:00 AFTER CLIMBING THE CORPORATE LADDER, SHE NOW MAKES $8? WOW.

@tefayambaye4516 4 года назад

Different lifestyle in different countries, remember ? In my country, if you make 8 US dollar an hour, you are living well.

@JN-R21 4 года назад

In my country 8usd per hour meaning you can get your own car, get your own condominium (monthly payment of course) eat in fine dining restaurant once or twice a week and you can still save some. Standard of living is different depending on which country you are residing just fyi

@dlorenzo5624 4 года назад

I'm Dominican and I have been working in call centers for two or three years; regularly the hourly wage of an agent is $3 and $3 is much more than the minimum wage of the country so $8 dollars is a lot of money in DR.

@isaaczaiek487 4 года назад

In Dominican Republic you can rent a decent apartment in a decent area for $150 a month.

@11jdstein 4 года назад

"Adapt or die" will always be an applicable phrase, so learning to create / teach / support technology is one way to remain employed

@BikeIsLife4EverGG 4 года назад

@@egonkirchof hahahaha great that replace. the customer will benefit

@The_Revolutionist 4 года назад

@@BikeIsLife4EverGG There will be no consumer anymore u dumbtard.

@BikeIsLife4EverGG 4 года назад

@@The_Revolutionist Cry more for capitalism, it is inevitable, that is human evolution.

@markroselinda9503 4 года назад

Justin Stein Hello

@andrewca1659 4 года назад

If you have an issue with automation over “jobs,” then you should not be using self-checkouts at stores or automatic payments through tollbooths on highway. Being anti-automation is ridiculous.

@jaimeortega8939 4 месяца назад

4 years later we can safely say that Chatbot Designer jobs will disappear

@KlayExterior 4 года назад

I work for a 3rd party company for boa call reps they moved %80 of the call reps to the back office do to most card holders use online banking to file claims and they have a bot that checks claims. So with that being said, no one truly will lose there job, they will be moved and be found a new spot. While still being under paid.

@lokeyfunny 4 года назад

She says, "You don't have to worry about it" with such a Millennial ambivalence not caring that someone actually will lose a job because of a bot and their feelings will be hurt.

@mybritish_bf 4 года назад

Correct....sad if it will be endorsed here in the Philippines...

@VarunSharma-ry1ix 4 года назад

Fucking bitch bein smart with fucking anchor

@alexlorieda6875 4 года назад

Well now Republicans can say that a immigrant stole their jobs

@atlien1988 4 года назад

She's making $8/hr man. She's doing what she can to keep her job. Unfortunately, the very same technology she's working with will replace her as they'll get someone more qualified to actually run the software as an system Administrator.

@VarunSharma-ry1ix 4 года назад

@@atlien1988 truly said this big black pussy thinks she is amazing but non of her client give a damm fuck

@kareem2262 4 года назад

This is what Andrew Yang has been saying, this is just the tip of the iceberg.

@michaelbishop3439 4 года назад

Yang2020🧢

@pabluso777 4 года назад

She says "0 guilt" well that sounds like a Terminator frases.

@TheLeah2344 4 года назад

I worked at Convergys ( a call center for Apple Support ) and it was HELL ! They even made us work over time with NO OVER TIME PAY on MULTIPLE OCCASIONS! They are FINALLY being SUED for it. Also when I call my bank or any business I would rather speak to a real person. I hate automated systems !

@kreamnetworklive4045 4 года назад

I disagree because there are industries who contact function without human interactions. The only thing that's true is call centers will disappear in the future, because I work from home and take calls from my living room.

@juliarichards7679 4 года назад

Can ask what company you work for?

@herinfinitepossibilities9426 4 года назад

I have done all centers for over 10 years and although this seems great and will work for those who don't like talking to a human, many of my customers love the human element. Older people who spend lots of money but don't have someone to talk to like to call in and talk about their grand kids or cats. Also people will call in crying and they just want a human reassurance to tell them that everything will be OK. You have some people who are very chatty and aside from the issue at hand they just want to engage you in conversation because they love your voice or the fact that you understand where they are coming from. Bots can help with basic questions but for many being able to hear a human on the other end means a lot. You don't know how many times I've spoken to someone who has said "finally a human!"

@glow1815 4 месяца назад

Same here I've told " oh thank you you're a human" lol or " I'm glad to talk to a human"😂

@Gill12283 4 года назад

I once worked in a call centre but they sacked me for swearing at the customers....

@michaelsean5928 4 года назад

WELL DONE! YOU DID THE RIGHT THING, STAY TRUE TO YOURSELF.

@Gill12283 4 года назад

@@michaelsean5928 Thank you!

@user-ly1ml6ue9n 3 года назад

I know how nasty they can be

@Stormfox93 4 года назад

She is wrong about bots not being able to get sick. The Internet is full of viruses that will try to target the bot.

@monkeydotbizness 4 года назад

Are call center workers going to go away overnight ? No. But half of them will be gone. Then a few years later two thirds will be gone. Then a few years later more and more. You’re ultimately going to need someone there but maybe 85 percent of the people don’t have jobs in a decade. Which is going to be devastating since this is one of the most common jobs.

@ramirenriquez6795 4 года назад

This is why you need to innovate yourself and learn new skills every time possible

@cindy2418 4 года назад

Ramir Enriquez tell that to my aging mother.

@macolet9711 8 месяцев назад

This is 4 years ago but call center is still thriving

@corykeane 4 года назад

Zero guilt about automating away jobs. Interesting. Lots of people feel bad for those getting automating away. However, can't this be seen as a chance for growth or a shift in job responsibilities rather than becoming unemployable? Shift the thought process.

@JoeMacStevens 4 года назад

Why should she feel guilt? This process is going to happen with or without her.

@ElliesFamily 4 года назад

Not guilt but she should have shown empathy since they’re talking about people losing jobs.

@JadaKingdom971 4 года назад

@@ElliesFamily jobs get lost every time because of tech. You have a lot of empathy to give away

@ElliesFamily 4 года назад

K. John i sure do since we experienced it first hand. Look who’s getting bashed now?

@bboyflashny 4 года назад

I heard this since 2000. We are in 2019 still no robots taking over.

@glow1815 4 месяца назад

Currently 2024

@bboyflashny 4 месяца назад

@glow1815 still not taking over

@vanhamgee 4 года назад

Those guys in the call centre don’t look like they give a damn about tomorrow, they are only concerned about what’s happening today. Tomorrow will sort it’s self out.

@myrealfakename6068 4 года назад

No Automation Without Compensation Andrew Yang for President 2020 Freedom Dividend!

@TheMusicFan1297 4 года назад

Lol what 😂

@malcorub 4 года назад

Communitst Socialist!!!!!!!!

@yorainman 4 года назад

The War On Normal People by Andrew Yang. He discusses this and more about AI taking over jobs and replacing humans. I’m kinda scared about one day having surgery bone by a bot...

@deioslux847 4 года назад

This is why Yang is the only person running that seems to make any real sense

@computerpro123abc 4 года назад

yang is a bot

@lenchenes 4 года назад

If he won ,Democrats will just control him.

@deioslux847 4 года назад

Support your position Mr. Sanchez. What makes him a communist?

@DSNCB919 4 года назад

These jobs look so depressing I'm greatful and pray I never have to do one

@manchuratt8900 4 года назад

You can probably find 14 year olds on forums and Discord who are better programmers than she is. She is already obsolete.

@therenegade5176 4 года назад

Well, you can’t persuade a bot to give you that credit 😂😂😂

@jeanluccouture9088 4 года назад

That moment when you wish you could give 1000 likes to a comment

@virginiasoto3705 4 года назад

And he said everything!

@nromancarcamo 4 года назад

“Zero Guilt” actually she’s just being used for a while in a bad system, sooner or later she will be replaced by AI because the current system is not AI powered, what really happens is that she doesn’t know it, and she speaks confidently about it (ignorance). If she still wants to keep her job she might be doing real chat development (at least).

@alxisl 4 года назад

ncardez she must be a pain to work with, she seems super entitled and bitchy

@JeffWithAnF 4 года назад

Alex Probably a freak in bed tho lmao. dominicanas don’t play lol

@alxisl 4 года назад

blahbleh HAHAHAHAH! We dominicans dont play on anything! 🤣🤣

@djtkm 4 года назад

Laura's Mom ☺❤

@NetSkillNavigator 4 года назад

That booty.. damn 🍎

@user-xx6fv4tu2q 4 года назад

I worked in a call center called Sykes in Budapest. It was my worst experience ever!!! I got humiliated in many ways and when I went for help to the HR department they didn't helped me at all they just protected they're own manager... Sykes is a maffia company !!!

@bengrimmerson4365 4 года назад

They need to program curse word recognition cuz everytime a bot wastes my time I start cursing at it.

@raquetdude 4 года назад

American call centres will be replaced with AI. Look up Andrew Yang if you want to know more about automation.

@finnthechao 4 года назад

jmarks881 that means 9 out of 10 call center workers get laid off. are you implying that this isnt an issue?

@neildazley1872 4 года назад

sorkenyo no it doesn’t. It means AI isn’t close to replacing human customer support.

@markuchiha7737 4 года назад

@@neildazley1872 true that

@neildazley1872 4 года назад

Emerald Anastasia I’m sure it will improve and yes, take a bigger slice of customer service. The problem with technology is that it can break. I don’t think human customer service will ever disappear...only lessen.

@neildazley1872 4 года назад

EMPEROR ITYOPP’IS Ž £THIOPIA businesses moving call centre operations to different countries has zero to do with automation. That just changes who takes the call and where.

@yaya14every81 4 года назад

I honestly don’t know what to say about her because the company was smart to feature a young healthy 23 year old for this RU-vid interview. I work with people like this who literally sell their souls for their company. It isn’t worth it, companies will fire you in a heart beat if they can save money. She assumes she’s higher up by the comments she made but she’s literally training her own replacement. I don’t think she realizes how effective and efficient bots are becoming and will soon take over many jobs in different industries. Ie: Years ago I worked with a guy who was in his early 20s worked in a call centre. He got promoted but had NO post secondary. He was laid off at 26 back in 2012. He went to University and he is now working as an engineer in 2019.

@brunomoreno3666 4 года назад

People working at call centers are delusional, they think they are doing great, but most dont get any education, they are happy with the salary they have, i saw it with my own eyes, i work at one for a year when i was 18 and when i got out they thought i was done for, after finishing college i started earning more than the floor manager, i tried to convince the ones i hang out the most to study and look for a better job, but they just stopped talking to me like i was crazy, fools are still earning the same salary 6 years later.

@DaSaintDemon 10 месяцев назад

Its never gonna happen. How many times i have answered calls of customers just screaming "AGENT", "HUMAN REPRESENTATIVE" when presented by a bot. I even worked as a chat operator in a call center and i wrote personally. People really asumed i was a robot and just typed "HUMAN" while chatting with me. A bot or AI wont be working with entitlement and stupidity.

@themanilafolder2284 4 года назад

when AI takes over call centers I see people's BLOOD PRESSURE GONG UP LIKE HELL! MANY DEATHS !

@tagaisla3865 4 года назад

😂😂

@edmeyer4800 4 года назад

Ha! What a joke! This will never happen, your chat bots will fail miserably.

@troyvoyante5798 4 года назад

she sounds so full of herself knowing she aint even that better in terms of linguistic competence than filipino or indian service providers

@HL.208 Год назад

I was working in a call center for Shell Energy at energy market in the UK. They have those chatbots. At is still at early stages, but become better and better. In few years chatbots will replace humans in most of queries. That is a reality. But I guess some new jobs will emerge as a result of it, same as call centers once did. The problem is that changes are so fast and it is becoming more and more difficult to track them.